Computer-based systems and/or computing devices programmed for role-based authentication during customer service sessions; and methods of use thereof
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Solution Overview
Problem
Call centers face significant security risks due to fraudulent callers attempting to access sensitive customer information, with up to 80% of calls being from unauthorized individuals, necessitating improved identity verification methods.
Innovation Solution
A computer-based system that utilizes smart transaction cards to generate one-time data items for authentication, where users interact with their computing devices to transmit these items, generating verification tokens based on the level of authentication required, and transmitting these tokens to both parties involved in the communication session.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional authentication methods are used during communication sessions, then ease of operation is maintained, but security reliability deteriorates due to fraudulent callers accessing sensitive information
Solution Approach 1:
The system performs preliminary risk assessment and authentication level determination before the actual authentication occurs. The server assesses risk metrics associated with triggering conditions and determines the appropriate authentication level in advance, preparing the authentication challenge before the user actually provides credentials. This preliminary action enables dynamic authentication that adapts to risk levels without requiring users to always undergo complex verification processes.
Solution Approach 2:
The authentication system dynamically adjusts the authentication level and required verification steps based on real-time risk assessment. Rather than using a static authentication process, the system modifies authentication requirements dynamically based on the assessed risk metrics and triggering conditions detected during communication sessions. This dynamic approach maintains ease of operation for low-risk scenarios while enhancing security for high-risk situations.
2Reliability
If multi-factor authentication with smart transaction cards is implemented, then authentication security is improved, but device complexity increases
Solution Approach 1:
The system introduces a server as an intermediary that manages the complexity of multi-factor authentication. Rather than requiring direct complex interactions between users and multiple authentication factors, the server acts as a mediator that coordinates risk assessment, determines authentication levels, and manages the verification process. This intermediary approach centralizes complexity management while maintaining user-friendly interfaces.
Solution Approach 2:
The system changes parameters dynamically based on risk assessment results. The authentication level parameter is adjusted based on risk metrics, and the system selectively applies different authentication requirements. This parameter-based approach allows the system to implement sophisticated multi-factor authentication only when necessary, rather than requiring complex authentication for all scenarios, thereby reducing perceived device complexity for users.
3Measurement precision
If dynamic risk assessment and level-based authentication are used, then authentication precision is improved, but processing time increases
Solution Approach 1:
The system applies partial authentication actions based on risk levels. For low-risk scenarios, the system performs minimal authentication verification, applying only the necessary level of scrutiny. For high-risk scenarios, more extensive verification is performed. This partial action approach avoids unnecessary processing time for low-risk authentications while maintaining high precision for risk assessment when needed, optimizing the balance between accuracy and speed.
Data Source
AI summary
A computer-implemented method includes detecting a communication session established between a first computing device of a first user and a second computing device of a second user; generating session identification information for the communication session; detecting a triggering condition during the communication session to verify an identity of the first user; causing the second computing device to instruct the first user to interact a smart transaction card with the first computing device such that a one-time data item is transmitted from the smart transaction card to an application executing on the first computing device, the one-time data item dynamically generated by the smart transaction card, where the first user is authenticated via the application based at least in part on the level of authentication and the one-time data item; generating a verification token for the communication session, the authentication result stored in association with the session information.